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Working for Warwickshire – Competency Framework

Delivering

Services

Delivering

ServicesDeveloping People

Developing People

Role

Specific

Role

Specific

Managers

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Man

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WARWICKSHIRE VALUES

Working TogetherListening to People

Openness and HonestyAiming for ExcellenceCaring and Supporting

Fairness

Managers’ Competencies

Behavioural Indicators Knowledge and Skills Suggested Learning and Development

LEADERSHIPCommunicates clear strategic direction with enthusiasm empowering others to take action and recognising their achievements

Self Assessment

Use in context of requirement of role

Rarely demonstrated

Sometimes demonstrated

Often demonstrated

Always demonstrated

• Takes responsibility, accountability and ownership of the service

• Communicates a compelling view of the future

• Implements corporate decisions with energy and commitment

• Demonstrates a positive approach to work, leading by example

• Takes measured risks and acts decisively

• Has trust in employee’s capabilities and involves them through effective delegation

• Recognises achievement and celebrates success

• Drives the organisation to confidently embrace change

• Maintains a resilience and focus under pressure and unexpected circumstances

• Manages time well to meet competing priorities

• Adapts quickly and flexibly to new demands and change

• Presents information, opinions and decisions in a clear, concise and convincing way

• Communication, written and verbal

• Interpersonal• Decision making• Mentoring• Coaching• Delegating• Inspiring• Commercial skills• Business analysis• Networking• Risk Management• Presentation skills• Political awareness• Team working/building• Talent management• Managing change• Developing resilience• Time management• Equality and Diversity• Emotional intelligence, self-

awareness, relationship management

• Feedback• Facilitation Skills• Modern and Flexible working

Advice and Guidance• Intranet Policies/Procedures

Development Course• Corporate Training Brochure• Corporate Training Calendar

Alternative Activities• Mindtools• WILMa

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Managers’ Competencies

Behavioural Indicators Knowledge and Skills Suggested Learning and Development

LEADERSHIPCommunicates clear strategic direction with enthusiasm empowering others to take action and recognising their achievements

• Communicates with enthusiasm, conveying messages in an appropriate and timely manner

• Is politically and commercially aware to identify opportunities or risks, initiating appropriate service response

• Is a role model who demonstrates the Warwickshire values

• Demonstrates and encourages open, flexible and innovative thinking

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Managers’ Competencies

Behavioural Indicators Knowledge and Skills Suggested Learning and Development

DELIVERING SERVICESTranslates organisational strategy into realistic and practical operation using best practice and innovation to meet customer needs.

Self Assessment

Use in context of requirement of role

Rarely demonstrated

Sometimes demonstrated

Often demonstrated

Always demonstrated

• Works with partners to achieve WCC objectives

• Delivers a service by translating strategic objectives into effective operational actions

• Regularly reviews the progress of work plans and projects and takes positive action when needed

• Recognises when decisions need to be made and takes realistic and practical actions

• Seeks and applies best practice appropriately from outside the organisation

• Continuously improves the way services are delivered through the effective use of innovation and technology

• Makes best use of flexible working arrangements to meet the needs of the service

• Negotiating• Communication• Interpersonal• Problem solving• Decision making• Giving feedback• Innovation/creativity• Planning and organising• Collaborating• Social media• Project management• Marketing• ICT• Modern and flexible working• Facilitation Skills• Equality and Diversity

Advice and Guidance• Intranet Policies/Procedures

Development Course• Corporate Training Brochure• Corporate Training Calendar

Alternative Activities• Mindtools• WILMa

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Managers’ Competencies

Behavioural Indicators Knowledge and Skills Suggested Learning and Development

SERVING CUSTOMERSTakes positive action to understand customer needs and actively seeks feedback to inform service improvement within restraints of available resource.

Self Assessment

Use in context ofRequirement of role

Rarely demonstrated

Sometimes demonstrated

Often demonstrated

Always demonstrated

• Uses Customer Insight to shape and improve services

• Challenges and seeks improvement, even when levels of satisfaction are high

• Reviews working methods to implement effective change for the benefit of the customer.

• Responsible for implementing WCC Customer Standards

• Responsible for dealing with customer engagements effectively, reflecting individual need

• Adopts commercial thinking• Deals with enquiries decisively,

promptly and objectively• Manages customer

expectations through effective communication

• Negotiating• Communication• Problem solving• Decision making• Assertiveness• Challenging• Giving feedback• Meeting skills• Innovation/creativity• Handling resistance• Objection handling• Dealing with conflict• Handling complaints• Planning and organising• Commercial skills• Business analysis• Networking• Social media• Presentation skills• Marketing• Political awareness• Equality and Diversity• ICT• Modern and flexible working

Advice and Guidance• Intranet Policies/Procedures

Development Course• Corporate Training Brochure• Corporate Training Calendar

Alternative Activities• Mindtools• WILMa

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Managers’ Competencies

Behavioural Indicators Knowledge and Skills Suggested Learning and Development

DEVELOPING PEOPLEActively identifies, manages and develops the potential in self and others in line with organisational priorities.

Self Assessment

Use in context of requirement of role

Rarely demonstrated

Sometimes demonstrated

Often demonstrated

Always demonstrated

• Recognises and harnesses strengths in others to achieve positive solutions

• Plans learning and development to realise Return on Investment

• Values the sharing of knowledge and experience with others and applies the learning

• Uses delegation as a development tool to aid succession planning and talent management

• Uses recruitment and selection as an opportunity to bring in talent (skills, experience and potential) to enhance and improve services

• Respects confidentiality and treats employees fairly

• Empowers and supports people to work collaboratively across organisational boundaries

• Holds regular 1:1 meetings with employees and is available when needed.

• Aligns and prioritises learning and development with organisational priorities

• Continually invests time to develop teams and individuals for their current and future roles

• Facilitation• Negotiating• Communication• Interpersonal• Problem solving• Decision making• Assertiveness• Mentoring• Coaching• Delegating• Challenging• Motivating self and others• Giving feedback• Meeting skills• Handling resistance• Objection handling• Dealing with conflict• Planning and organising• Business planning• Team working/building• Performance management –

getting the best out of people

• Talent management• Managing change• Managing stress• Handling complaints• Equality and Diversity• Emotion intelligence, self-

awareness, relationship management

• Modern and flexible working• Recruitment and Selection

Advice and Guidance• Intranet Policies/Procedures

Development Course• Corporate Training Brochure• Corporate Training Calendar

Alternative Activities• Mindtools• WILMa

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Manager’s Competencies

Behavioural Indicators Knowledge and Skills Suggested Learning and Development

DEVELOPING PEOPLEActively identifies, manages and develops the potential in self and others in line with organisational priorities.

• Seeks and acts on feedback to create own development plan

• Gives effective feedback to improve performance

• Manages people effectively to meet service needs

• Demonstrates a coaching style of leadership to improve performance

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Managers’ Competencies

Behavioural Indicators Knowledge and Skills Suggested Learning and Development

MANAGING RESOURCESPlans and manages resources effectively in line with organisational policies and procedures to meet the changing needs of customers.

Self Assessment

Use in context of requirement of role

Rarely demonstrated

Sometimes demonstrated

Often demonstrated

Always demonstrated

• Plans and manages their service within budget and financial regulations.

• Understands and manages the operational impact of strategic changes on resources

• Plans resources and effectively develops service and teams

• Takes positive action and effectively negotiates

• Seeks ways to maximise resources

• Identifies and manages the cost of risk effectively

• Manages all projects and service developments using clear and appropriate project management structures and systems

• Understands the workload of their team and redistributes tasks when necessary.

• Uses management information as an improvement tool

• Ensures a safe and healthy working environment

• Minimises adverse effects of workplace stress

• Complies with legislation and corporate governance arrangements

• Facilitation• Negotiating• Communication• Interpersonal• Problem solving• Decision making • Meeting skills• Innovation/creativity• Planning and organising• Business planning• Business analysis• Risk management• Financial skills• Report writing• Presentation skills• Project management• Performance management –

tracking performance targets/opportunities for investment

• Time management• Managing stress• Equality and Diversity• ICT• Modern and flexible working

Advice and Guidance• Intranet Policies/Procedures

Development Course• Corporate Training Brochure• Corporate Training Calendar

Alternative Activities• Mindtools• WILMa

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Managers’ Competencies

Behavioural Indicators Knowledge and Skills Suggested Learning and Development

MANAGING RESOURCESPlans and manages resources effectively in line with organisational policies and procedures to meet the changing needs of customers.

• Retains and manages information according to national and corporate guidelines

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WORKING FOR WARWICKSHIRE DEVELOPMENT PLAN

NAME:………………………………………………………….. DATE:……………………………Competency Rating Why Action Agreed Timescale

Leadership

Delivering Services

Serving Customers

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WORKING FOR WARWICKSHIRE DEVELOPMENT PLAN

NAME:………………………………………………………….. DATE:……………………………Competency Rating Why Action Agreed Timescale

Developing People

Managing Resources

Role Specific

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